Case study

One HR platform for a global workforce.

How a global commercial real estate services firm replaced a fragmented HR system landscape with ServiceNow HR Direct, delivering unified service to a workforce spanning multiple regions and legislative environments.

Commercial real estateGlobal rollout across multiple regionsDelta led the full change management program.

The situation.

The client's HR support was running on a Pega-based system that couldn't keep up with the demands of global HR management. The platform lacked live agent chat, virtual assistant functionality, service catalogs, and predictive intelligence. Reporting was inadequate. Service delivery moved slowly and unevenly.

Operating a global business on multiple disparate systems added layers of complexity. Employees in different regions got different experiences. HR teams couldn't standardize. Leadership couldn't get clean data across the enterprise. The company needed a unified HR service platform that could centralize policy and service across regions while respecting local requirements.

What we did.

Delta led the full change management program for the ServiceNow HR Direct implementation, spanning multiple regions, legislative environments, and ways of working.

Regional stakeholder analysis. Detailed mapping of local impact, legislative requirements, and regional expectations, so the global rollout worked in each context rather than imposing a one-size-fits-all model.

Dual-layer training. Programs that covered both ServiceNow platform capabilities and the behavioral shifts required by the new operating model. The system change was only half of what employees had to learn.

Multi-channel communications campaign. A campaign designed to build awareness, understanding, and confidence across every employee group, tuned by region and by role.

Phased rollout starting small. Delta began with the smallest region to reduce risk, capture learnings, and refine the approach before broader deployment. That sequence held throughout the global rollout.

Post-launch continuity. An engaged change team maintained through full adoption, so the program didn't declare victory at go-live and walk away.

What changed.

Global workforce

onto a single modern HR platform, with a fragmented multi-system environment retired.

Live chat and virtual assistant capabilities

live across regions, so employees got faster, clearer HR support than the previous system could deliver.

HR service delivery got faster, more consistent, and more measurable. Employee experience improved across every region. And the rollout landed successfully in regions with materially different needs, norms, and legislative requirements, which is where global HR programs typically stall.

Delta capabilities on this engagement.

Organizational Change ManagementHR transformationStrategic communicationsStakeholder engagement